Team Collaboration

Inviting Team Members

Invite your team from Settings → Team. Enter their email address and select a role. They'll receive an invite link to join your ReplyMill workspace.

Roles

ReplyMill has two roles:

• Admin — full access to settings, billing, integrations, and team management. Can invite and remove members.
• Member — can view and reply to support threads, apply labels, and manage conversations. Cannot access billing or team settings.

Working Together in Slack

Because support threads live in Slack, your whole team naturally collaborates:

• Anyone can reply — the engineer who knows the answer can respond directly, no handoff needed
• Internal discussion — use the Slack thread for internal notes and discussion before sending the customer reply
• Auto-notification — team members or groups can be automatically mentioned based on issue type (e.g. @auth-team for login issues)
• No duplicate work — everyone sees the same thread, so two people won't accidentally reply to the same customer

Assignment

Threads can be assigned to specific team members from the dashboard. Assigned threads show up in that person's "My Threads" view, making it clear who's responsible for what.

Best Practices

• Create a dedicated channel — keep support separate from general Slack noise (e.g. #support)
• Set clear ownership — assign threads so nothing falls through the cracks
• Use labels consistently — agree on a labeling system so everyone categorizes threads the same way
• Review before sending — always have someone review AI drafts before they go to customers